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WO-01312374 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Quest Diagnostics Incorporated — 4770 Regent Blvd, Irving TX, 75063

Oct 31, 2025 → Jan 22, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (6 biz days early)
Active: 53 biz days
🕐 Clock stopped: Completed (Jan 22, 2026)
▶ Clock Running
Status: Created
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Oct 31 → Nov 12, 2025
7 business days (counted)
Running total: 7 of ? biz days used
43d
▶ Clock Running
Status: Scheduled
Nov 12 → Jan 19, 2026
43 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 19 → Jan 22, 2026
3 business days (counted)
Running total: 53 of ? biz days used
Created: Oct 31, 2025 Completed: Jan 22, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 31 → Oct 31 Created ▶ Running 0 0
Oct 31 → Oct 31 Ready for Scheduling ▶ Running 0 0
Oct 31 → Nov 12 Assigned ▶ Running 7 7
Nov 12 → Jan 19 Scheduled ▶ Running 43 50
Jan 19 → Jan 22 Tech On Site ▶ Running 3 53
Dispatch 0.0d
Coordinators 51.4d
Field Work 2.6d
Billing 10.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
51.4 days
Over SLA
Field Work
2.6 days
Over SLA
Billing
10.8 days
Over SLA
Created: Oct 31, 2025 Due: Jan 31, 2026 Completed: Jan 22, 2026 (9 days early)
📅
53.0 days Total Age
⏱️
44.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
60.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540085
6008087292
Closed
28R SYS-GC-7890-E Contract ends 07/31/2026 repair included PM G3440A US10411044 Agilent 7890A Series GC Custom G4557A US21020009 7697A Headspace Sampler, 111 Vial
Priority
High
Origin
Web
Reason
New Case
Contact
Jesika Patel
Owner
Leona Coonrod
Created
Oct 31, 2025
Work Orders from this Case (1)
WO-01312374 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Oct 31, 2025 • Closed: Jan 22, 2026
Completed with significant delays
Invoiced • 124 days old
🚨
Primary Delay 44.0 days stuck in "Scheduled"
⏱️
Total Delay 60.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Assigned
7.4d / 0.5d SLA
Scheduled
44.0d / 2.0d SLA
Tech On Site
2.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/19 Google map was used to calculate zone. MD


Please assign to Maria Davis ARP to site is 68 miles. Zone 2

🔧 Work Performed
01/19/2025 GCHS PM completed per Agilent. Temperatures cooldown. GC & HS parts were replaced. Method was loaded and stabilize for some time. System is up and back in operation.
⚠️ Problem Description
28R SYS-GC-7890-E Contract ends 07/31/2026 repair included PM G3440A US10411044 Agilent 7890A Series GC Custom G4557A US21020009 7697A Headspace Sampler, 111 Vial
📄 Description
Agilent 7890A Series GC
📞 Call Description
JAN 2026 GC PM

Timeline

📞
▶
4 Case Linked Oct 31, 4:53 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01312374
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered, Ready for Scheduling
To: Ready for Scheduling, Assigned
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Maria Davis
⚠️ 7.9 business days
🗓️
▶
2 Status: Scheduled Nov 12, 8:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-14T16:00:00.000+0000
🚨 16.0 business days
📅
Dispatch Scheduled by Maria Davis Dec 6, 6:22 PM
Scheduled For: 2026-01-19T16:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Maria Davis Dec 12, 11:50 AM
Scheduled For: 2026-01-15T16:00:00.000+0000
📅
Dispatch Scheduled by Maria Davis Dec 12, 11:56 AM
Scheduled For: 2026-01-26T16:00:00.000+0000
📅
Dispatch Scheduled by Maria Davis Dec 13, 10:59 AM
Scheduled For: 2026-01-27T16:00:00.000+0000
🚨 22.0 business days
🔩
4x Parts Added Jan 15, 3:55 PM
Type: Parts
Status: Open
Qty: 2, 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Maria Davis Jan 19, 2:33 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 68d 6h
🔩
▶
2 Parts Added Jan 19, 5:22 PM
Parts Added → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
5x Labor Added Jan 21, 11:41 PM
Type: Labor, Travel
Status: Open
Qty: 5, 2, 2.5, 64, 65
✔️
Status: Completed by Maria Davis Jan 22, 12:00 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 9h, 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 22, 12:28 PM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 27m
🚨 11.0 business days
📨
▶
3 Status: Invoice Pending Feb 5, 1:11 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253062
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Assigned
Duration: 7.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business days
Scheduled
Duration: 44.0 business days (threshold: 2.0 business days)
Exceeded by 42.0 business days
Tech On Site
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 10.8 business days (threshold: 1.0 business days)
Exceeded by 9.8 business days

🔗 Related Artifacts

📞
Case 00540085
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Jan 27, 11:00 AM
Created
Oct 31, 4:56 PM
Invoice #
SM-253062

Work Details (11)

Name Type Status Qty Amount Date
WL-03066717 Parts Open 2 $0.00 Jan 15, 3:55 PM
WL-03066718 Parts Open 2 $0.00 Jan 15, 3:55 PM
WL-03066719 Parts Open 2 $0.00 Jan 15, 3:55 PM
WL-03066720 Parts Open 1 $0.00 Jan 15, 3:55 PM
WL-03070853 Parts Open 2 $0.00 Jan 19, 5:22 PM
WL-03070862 Parts Open 1 $0.00 Jan 19, 5:24 PM
WL-03074539 Labor Open 5 $456.00 Jan 21, 11:41 PM
WL-03074540 Labor Open 2 $0.00 Jan 21, 11:41 PM
WL-03074541 Labor Open 2.5 $0.00 Jan 21, 11:41 PM
WL-03074542 Travel Open 64 $359.00 Jan 21, 11:41 PM
WL-03074543 Travel Open 65 $0.00 Jan 21, 11:41 PM

Details